Senior Manager, IT End User Services

Atlanta, GABusiness Operations – Information Technology /Full Time /HybridWork with a Top 20 CPA and advisory firm that Accounts for Anything. Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio.Join Aprio's Information Technology team and you will help clients maximize their opportunities. Aprio Advisory Group, LLC is a progressive, fast-growing firm looking for a Senior Manager, IT End User Services to join their dynamic team. The Senior IT Manager leads a team of specialists to deliver technical assistance, troubleshooting, and proactive solutions for end users across modern digital platforms. This role is responsible for setting strategic direction, ensuring operational excellence, and driving continuous improvement in support services. The manager oversees end-user support, hardware and software management, guides best practices for collaborative tools (Microsoft 365, Teams, OneDrive, SharePoint), and ensures systems are secure, up-to-date, and optimized for organizational efficiency. The manager supports both on-site and remote staff, fostering a culture of service and innovation.Responsibilities:Team Leadership and Development: Recruit, train, and mentor end-user support technologists. Set performance goals, conduct evaluations, and foster professional growth within the team. Strategic Technical Support: Oversee the diagnosis, resolution, and documentation of user issues related to hardware, software, network connectivity, and cloud-based applications. Ensure high-quality support delivery and adherence to service-level agreements. Regional/Country Office Support Ownership: Own end-to-end IT support service delivery across all offices within an assigned region or country, ensuring consistent service standards, local responsiveness, and alignment with global IT strategy. Act as the primary escalation point for site-level issues and partner with regional leadership to address location-specific needs. Device Lifecycle Oversight: Manage asset inventory, coordinate device deployment and retirement, and ensure secure disposal of obsolete equipment. Establish policies for device management and compliance. Collaboration Platform Governance: Supervise administration of digital collaboration platforms, ensuring users have appropriate access, permissions, and training. Lead troubleshooting and optimization efforts for platforms such as Microsoft Teams, SharePoint, Exchange Online, and OneDrive for Business. User Onboarding and Offboarding: Design and oversee processes for onboarding new hires and securely deactivating departing staff accounts. Ensure compliance with organizational policies for device and data management. Training and Knowledge Management: Develop training programs and documentation to empower employees in adopting new technologies and best practices. Promote self-service resources and reduce repetitive queries. Security and Compliance Leadership: Implement and monitor security measures such as multi-factor authentication, device encryption, patching, and antivirus deployment. Collaborate with IT and cybersecurity teams to ensure regulatory compliance and safeguard organizational data. Incident and Request Management: Oversee logging, tracking, and resolution of user requests and incidents. Communicate effectively with stakeholders regarding issue status and resolution. Remote Support Strategy: Ensure effective use of remote access tools to support staff working off-site, maintaining continuity and consistent service across locations. Continuous Improvement: Monitor technology trends and identify opportunities for system, process, or user experience enhancements. Lead initiatives to address recurring issues and prevent future disruptions. Vendor and Third-Party Management: Manage relationships with vendors and external partners for hardware repairs, software licensing, and specialized support, ensuring timely resolution and service quality. Qualifications:Prior experience: 8+ years in end-user support operations, with at least 5 years in a line-management or technical-leadership capacity.  Leadership and Team Building: Proven ability to lead, motivate, and develop a high-performing support team. Technical Expertise: Advanced understanding of Windows and Mac operating systems, mobile platforms (iOS and Android), and workplace applications including Microsoft 365 suite. Strategic Problem-Solving: Analytical skills to diagnose complex issues, identify root causes, and implement effective solutions under pressure. Communication: Ability to convey technical information clearly to both technical and non-technical audiences. Strong verbal and written communication skills. Customer Service Orientation: Commitment to delivering positive user experiences and fostering productivity. Organization and Time Management: Skilled in prioritizing demands, managing multiple projects, and meeting deadlines in a dynamic environment. Documentation: Attention to detail in recording procedures, troubleshooting steps, and user guides. Adaptability: Willingness to embrace new technologies and adapt to evolving workplace requirements. Preferred QualificationsFamiliarity with computer and printer leasing — agreements, lifecycle management, refresh management, return to lessor. Bachelor’s degree in Computer Science, Information Systems, or related field — or equivalent applicable years of experience. Why work for Aprio:Whether you are just starting out, looking to advance into management or searching for your next leadership role, Aprio offers an opportunity to grow with a future-focused, innovative firm.Perks/Benefits we offer for full-time team members:- Medical, Dental, and Vision Insurance on the first day of employment- Flexible Spending Account and Dependent Care Account- 401k with Profit Sharing- 9+ holidays and discretionary time off structure- Parental Leave – coverage for both primary and secondary caregivers- Tuition Assistance Program and CPA support program with cash incentive upon completion- Discretionary incentive compensation based on firm, group and individual performance- Incentive compensation related to origination of new client sales- Top rated wellness program- Flexible working environment including remote and hybrid optionsWhat’s in it for you:- Working with an industry leader: Be part of a high-growth firm that is passionate for what’s next.- An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way. This shared mindset creates lasting relationships between team members and with clients.- A great team: Work with a high-energy, passionate, caring and ambitious team of professionals in a collaborative culture.- Entrepreneurship: Have the freedom to innovate and bring your ideas to help us grow to become the CPA firm of choice nationally.- Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.- Competitive compensation: You will be rewarded with competitive compensation, industry-leading benefits and a flexible work environment to enjoy work/life balance.EQUAL OPPORTUNITY EMPLOYERAprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.Aprio, LLP and Aprio Advisory Group, LLC, operate in an alternative business structure, with Aprio Advisory Group, LLC providing non-attest tax and consulting services, and Aprio, LLP providing CPA firm services.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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